Desktop Support Office
Resume:
Susan Mukora
AREAS OF EXPERTISE
Microsoft operating systems
Macintosh operating systems
Computer networks & TCP/IP
Remote access
Network cabling
Preventative maintenance
Supporting desktop/laptop
Dexis hardware to include Platinum sensors,
Classic sensors, Dexcam3, Dexcam2(Sopro),
DexUSB, DEXbox
PGP whole disk encryption
PROFESSIONAL
Certificates
Novell network administrator
Lotus Notes administrator
Symantec antivirus
PERSONAL SKILLS
Fluent in English
Troubleshooting
Leadership
Time management
Detail oriented
PERSONAL DETAILS
Susan Mukora
E:**************@*****.***
PERSONAL SUMMARY
A successful IT support professional with a proven track record of providing specialist technical and helpdesk support. Extensive experience of working
in the front-line helping clients and colleagues
resolve complex technical IT issues. Possessing
excellent client facing skills, natural problem solving and analytical skills and able to contribute to the development of practice, procedures and policies
within a company.
Currently looking for a suitable IT support position with a ambitious Company or Organisation.
WORK EXPERIENCE
The Lofts / Ovation Apartments
Lead Concierge McLean, VA 09/2017 – Current
• Welcome current/prospective residents with
courtesy, poise and professionalism
• Enhance the resident experience by
creating and maintaining a warm, inviting,
and professional environment
• Build a sense of community such that residents
feel comfortable at home
• Act as liaison between residents, and
Leasing Office
• Diffuse and redirect difficult situations while
maintaining decorum. Apply common sense
and judgment to work problems
• Manage all incoming inquiries and warmly transfer to the appropriate party.
• Maintain policies and procedures
• Schedule and ensure that all shifts are
covered at the start and end of each work
shift
• Train staff
• Maintain an organized and inviting front
desk
Independent Contractor/Self Employed
Desktop support Atlanta GA 02/2013 – 09/2017
Dexis - Dental Imaging Digital Solutions
(Radiography) -,Alpharetta, GA
Call center Help desk 04/2012 – 01/2013
● Install, configure & troubleshoot Dexis
software and hardware via a call center
● Liaison with Dexis dental Clinical staff to
troubleshoot customer X-ray image quality
requests
Susan Mukora
The Home Depot (Contract) - Atlanta GA
Quality assurance POS Lab Tech 01/2009 - 09/2009
03/2008 - 05/208
04/2007 - 11/2007
● Support 2000 production stores in a QA
environment
● Install and maintain POS cash registers,
Self checkout lanes, and Wireless
Handheld devices
● Configured and deployed 250 HP ISP
servers and Hitachi RAID controllers.
● Building, configuring and QA over 300 new
PC’s and Laptops for new and existing end
users’
● Facilitated in testing, documenting and
installing PGP Whole Disk encryption
(WDE) software
● Troubleshoot technical installation and
implementation solutions
Onity Inc Norcross GA
Technical support specialist. 06/2005 – 04/2007
● Install and configure MS Office
applications, Symantec antivirus, Cisco
VPN client, Install and configure Lotus
Notes client
● Troubleshoot connection and replication
issues.
● Create local replicas of users’ mail file
● LAN / WAN: Troubleshoot workstation
connection issues to include TCP/IP, Patch
panel/switch, NIC cards.
● Active Directory Create new user accounts
and assign to appropriate group
memberships and maintain them
PRG-Schultz, Atlanta, GA
IT client services 02/2004 – 05/2005
05/2002 – 07/2002
● Create NT accounts for Domain access.
Configure workstations. Troubleshoot login
issues
● Technical support install hardware and
software to include, AuditPro, Citrix ICA web
& EOL printer client, Fiberlink remote dialer,
Cisco VPN client, MS Office 2000, & 2002,
Lotus notes client. Image using Symantec
Ghost
● Using the GWI Incident tracking system keep
the client abreast with troubleshooting steps
and solutions to their issues. This utility is
also used to obtain feedback from the end
user via surveys once the issue is resolved
Cobb County School District, Marietta, GA
Gwinnett County School District, Lawrenceville,
GA
Technical Support Specialist (Contract)
12/2003 - 02/2004
09/2002 - 12/2003
● Supported 100 plus Schools. Novell network
administration
● Install and troubleshoot Microsoft Windows /
Office applications
● Install and troubleshoot Lotus notes, Norton
antivirus
● LAN / WAN: Troubleshoot trailer connectivity
by determining if the Canary HUBs, media
converters or Fiberlink are the root of the
problem
● Mentored local school technician to install
and troubleshoot server installs & Network
operating system
● Lotus Notes Administration: Install Lotus
Notes client, manage Domino directory,
databases,mailboxes replication issues
● Replacement of UPS devices to include
replacing UPS internal batteries.
J. Walter Thompson(Advertising) Atlanta, GA
Network Administrator 11/1997 – 02/2002
● Novell: Netware Administrator, created user
objects, and restrictions. Organizational
units, distribute applications to workstations
via login scripts using ZENWORKS.
Maintained the health of NDS and print
queues and Compaq servers
● Lotus Notes: Created Lotus Notes User ID's,
configure Workstations, maintained disk
quotas, monitored mail delivery and
replication on both the Mail and Application
servers. Upgraded Domino servers with
quarterly upgrades.
● Installed Norton Antivirus on File and Print
Servers, Lotus Notes Servers and configure
the Symantec System Management Console.
● Installed and configured Arcserve backup
software.Troubleshoot backup related issues
● Network traffic studies: Used HyperTerminal,
gather network traffic statistics, determined
and resolved data collision and bottlenecks.
● Used Symantec Ghost, created images for
various hardware configurations.
● Technical Support Level I and II. Install and
troubleshoot Microsoft and Macintosh
operating systems.
● Install and troubleshoot Microsoft office on
Windows and Macintosh desktops and laptops
● Inventory Management: Maintain Inventory
database using MS Access of all hardware
and software
Contact this candidate